Ayla Goldsmith

Responsible for the end-to-end provisioning and delivery of broadband and phone services, ensuring seamless customer experience and operational efficiency. Key responsibilities included:

• Managed full provisioning process for broadband services, including account setup, billing, and invoicing of connection fees.
• Administered number portability through the Industry Porting Management System (IPMS), ensuring smooth migration between providers.
• Identified and flagged potential credit risks for further investigation by the finance team.
• Delivered timely updates and support to customers via their preferred communication channels.
• Maintained accuracy and integrity of internal databases and service delivery systems (SDS).
• Utilised wholesale and provider portals (Wireline, Chorus, Enable) for efficient order processing and service delivery.
• Provided support via the phone queue, assisting customers with provisioning-related inquiries.
• Set priorities and managed customer expectations to achieve high levels of satisfaction.
• Ensured timely and accurate service delivery by leveraging all available systems and tools.
• Consistently demonstrated professionalism and customer service excellence, strengthening the company’s reputation.

• Provided leadership and coaching for new 2degrees care agents onsite, guiding them through live customer calls with technical support, billing/administrative processes, and strategies for de-escalating complaints to ensure service quality.
• Coached and supported temporary staff onsite, improving their capability in technical support and administrative/billing queries, while maintaining service quality through effective complaint de-escalation.

Key responsibilities included:

• Act as an ambassador of 2degrees by being pro-active in cultivating a service-oriented environment and communicating effectively.
• Provide an effective pathway between customers and senior team members/managers.
• Resolve customer complaints, concerns and issues in a timely and diplomatic manner and escalating where appropriate.

• Assisted in the rollout of the MSD website portal by guiding clients through the registration process and providing client support and facilitating successful registrations while onsite.

Key responsibilities included:

• Scanning and packing groceries
• Providing assistance to customers when needed.
• Stock taking and ticket checking.

Using my Diploma in Therapeutic Sports Massage, I volunteered at the following events:

• Winter Endurance race {2013 – 2015}
• Squash southland {2013}
• Southland Stags {2014}
• Age concern {2015}